- Called Out
Why do we call it customer service? If a company rewards its reps for getting callers off the phone fast, the likely result is frustration at both ends of the line.
- Take It Back
Mattelprides itself on the quality of its products, but the massive recalls of Chinese-made toys illustrate the risks faced by companies caught between maintaining safety and cutting costs.
- Not Snowbound
FedExhas a Purple Promise award for employees who keep its promise that packages will "absolutely, positively" arrive overnight, no matter the weather.
- Stats vs. Abs
Oakland Athletics general manager Billy Beane guides his scouts' decisions by stressing stats over physique. It's the Moneyball way. One example: the beefy but effective Joe Blanton.